| Call Center Online Training Course Defining Call Standards Self-paced, self-study online training course, $300 Volume and series discounts available  |
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Overview
It’s not just what you say, it’s how you say it. The customer’s overall impression of a call is based not just on the right words, but the overall “feel” of the call which is heavily influenced by vocal techniques and mannerisms. Unfortunately, these vocal elements like voice tone, call control, and demonstrations of emotions like empathy or enthusiasm are harder to define and measure. This session tackles defining these “soft skills” standards to enable more objective and effective call reviews.
Seminar attendees will learn to:
- Identify vocal behavior descriptions that are objective and measurable.
- Describe ways to define vocal delivery elements such as rapport building or call control.
- Define challenging call standards like voice tone, quality, and empathy.
- Assemble a coaching session planning guide.
- Incorporate definitions into a comprehensive Quality Standards document.
How to Participate
Use your Internet browser and your telephone to participate. No special software required! Two days prior the seminar, you will receive an email containing access instructions for the web portion and the telephone number to call. On the day of the seminar you will point your browser to a designated web page for the visual portion of the seminar and dial a toll free number for the audio portion. (Outside of North America you will dial a direct access number.) You will be able to view the seminar presentation, participate in live polling, and ask e-mail questions through your computer. Your telephone will enable you to ask audio questions or comment on points made during the presentation. An unlimited number of students may participate around a single web/audio connection.
Registration Fees
The fee for this seminar is $300 per computer connection, for a 90-minute session. Any number of individuals may participate around a single web/audio connection.
Volume Discounts
- Purchase 5 or more connections for any Call Center Online Training courses (mix and match) for only $270 each.
- Purchase 10 or more connections for any Call Center Online Training courses (mix and match) for only $245 each.
Certification Series Discounts
This seminar is one of seven seminars included in the Call Center Quality
Assurance Web-based Certification Series. Learn more about it
.
To register, click on the "Book Now" button or please call (708) 246-0320
| Defining Call Standards | Self-Study | Online |
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Payment is due prior to the seminar, including payment on purchase orders. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $125. Or, you may transfer your registration to another member of your company at no additional charge. Registrants cancelling within fourteen days of the seminar will receive training credit, less administrative fees of $125 toward any other Resource Center seminar. There will be no refunds or credits for non-attendance.
Agenda, course dates, and locations are subject to change.
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